Supervisor, Client Services
Our client is seeking a Supervisor, Client Services to lead and support a client-facing team while delivering an exceptional experience to customers across Canada. This role is responsible for overseeing day-to-day operations, monitoring service levels, supporting team development, and building strong client relationships to drive satisfaction and retention.
This is an excellent opportunity for an individual who thrives in a fast-paced environment and brings strong people leadership skills, including the ability to understand and leverage the strengths and development areas of their team to drive collaboration, engagement, and overall team success. The role offers a balance of team leadership, relationship management, and process improvement initiatives.
Key Responsibilities
Team Leadership & Operations
- Oversee daily operations to ensure service standards and key performance metrics are achieved
- Provide leadership, coaching, onboarding, training, and performance management for team members
- Delegate and monitor workloads while supporting continuous improvement initiatives
- Develop escalation processes and support resolution of complex client issues
Client Relationship Management
- Build and maintain strong relationships with clients to support engagement, retention, and satisfaction
- Act as a key point of contact for escalations and high-priority client needs
- Guide clients through service offerings, processes, and system utilization
- Support clients through transitions, changes, and service-related challenges
Training & Service Delivery
- Deliver training and onboarding sessions for clients and internal stakeholders
- Develop and facilitate webinars, walkthroughs, and educational sessions
- Ensure high-touch service delivery for priority accounts
- Represent the organization at client meetings, events, and industry functions
Process Improvement & Reporting
- Collaborate cross-functionally to enhance service delivery and internal processes
- Maintain accurate client records within internal systems
- Monitor trends, growth, and attrition while contributing to KPI reporting
- Lead projects related to service enhancements and operational improvements
Qualifications
- Post-secondary education in Business, Commerce, or a related field is an asset
- Experience in a supervisory role within customer service, account management, customer success, or sales
- Strong client relationship management experience in a B2B environment
- Proven ability to lead teams, manage performance, and drive results
- Ability to travel occasionally within Alberta and across Canada as required
For a confidential discussion about this opportunity, please reach out to Mike Gosine at mike.g@summitsearchgroup.com
Summit Search Group has a strong commitment to Diversity, Equality and Inclusion. We strive for continuous development, modeling, inclusive behaviors and proactively managing bias throughout our process.
